Senior Customer Service QA Specialist

ASM Research, An Accenture Federal Services Company; Augusta (ME); On-site; USD 36,000 - 66,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Quality Assurance/Call Center Analyst to monitor customer interactions, analyze feedback, and report findings to client and internal teams. You will identify root causes, recommend quality improvements, and support training and process changes.

The role requires an Associate’s Degree or equivalent experience, 5–8 years in call center quality control or training, and strong analytical and communication skills.

Qualifications

• Associate’s Degree or equivalent relevant experience.
• Professional Certifications or License preferred;
• 5-8 years of experience in call center, quality control, quality assurance and/or training.

Responsibilities

• Monitors customer interactions for timeliness, listening, issue identification, and closing.
• Analyzes survey results to improve communication processes and provide feedback.
• Uses quality monitoring program to track performance at multiple levels.
• Provides feedback to agents and managers based on observed strengths and improvements.
• Identifies trends and shares data with training teams to enhance training.
• Serves as escalation point for accurate technical content and policies.
• Develops and distributes new agent communications with reviews.
• Assists with operational process improvement initiatives and cross-team coordination.

Skills

Quality assurance

Call center expertise

Training development

Data analysis

Communication

Problem solving

Cross-functional collaboration

Policy understanding

Education

Associate’s Degree or equivalent relevant experience

Tools

Call monitoring software

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Quality Assurance/Call Center Analyst to monitor customer interactions, analyze feedback, and report findings to client and internal teams. You will identify root causes, recommend quality improvements, and support training and process changes.

The role requires an Associate’s Degree or equivalent experience, 5–8 years in call center quality control or training, and strong analytical and communication skills.